$24/hr New Work From Home Chat/Email Support Specialist at Agency Analytics

We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support.

Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

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Chat/Email Support Specialist

We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO.

If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you.

You’ll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product.

Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects.

The timezone for this role is business hours in North America (Eastern Time). This role is fully remote and is based in Canada.

Job requirements

You have 2+ years in a similar customer support role for a SaaS
You have excellent rapport-building ability with both customers and teammates
You have advanced written communication skills
You’ve got a proven track record of meeting or exceeding common customer support metrics
You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
You have the ability to multitask and handle multiple customer inquiries simultaneously
If you have experience with SEO and/or digital marketing, this would be highly preferable, including common digital marketing channels
You’re strong at problem-solving and you have the ability to think critically when addressing tasks
Familiarity with SaaS platforms and related technologies
You have the ability to show empathy, tactfulness, and diplomacy when interacting with others

What you’ll do

Deliver best-in-class live chat customer support in a timely manner
Collaborate with Product and Engineering teams to resolve issues/bugs
Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
Apply critical thinking to troubleshoot technical issues
Ensure customers are well-supported and educated at every interaction
Contribute to the success of our department by suggesting improvements to our processes and our product
Provide professional and friendly insights to customers when solving their problems

Company Perks

Here are the company benefits quickly

Vacancy Pay Receive compensation during vacation or taking time off.
Internet Reimbursement Get reimbursed for your home internet expenses.
Book Club Engage in literary discussions and explore new books.
Stock Options Participate in the company’s growth through stock ownership.
Equipment Credit Obtain credit to purchase work-related equipment.
Medical Health and Dental Coverage Access comprehensive health and dental benefits.
Referral Bonus Earn rewards for referring qualified candidates.
Health and Wellness Credit Invest in your well-being with wellness programs.
Welcome Swag Receive cool company-branded goodies when you join!